Company Director and Chief Customer Officer
Isabella Villani, our Company Director and Chief Customer Officer created her own organisation, Exceed Global six years ago after working in both consulting and inhouse CX-focussed appointments. She is a recognised industry expert in customer experience, employee engagement, transformation and omnichannel strategy. Her book Good to Great CX: Customer Experience Strategy to Execution was published globally in September 2016 by Major Street Publishing. Her second book Transform Customer Experience: How to achieve customer success and create exceptional CX will be published globally in hardcopy and ebook in multiple languages in February 2019 by Wiley (www.isabellavillaniauthor.com).
Renowned for leading high-performing teams, she is a thought leader in the CX industry and is often engaged to speak at industry forums and events. Isabella has extensive experience in business optimisation, change management, program management and training. She has provided consultancy services to companies in banking and finance, telecommunications, health, infrastructure and resources, as well as to government and not-for-profit organisations.
Agile, multidisciplinary and client-focused, her company Exceed Global provides innovative best-practice advisory, research and talent solutions to help businesses solve problems, increase profitability, gain market advantage and achieve operational excellence. The team listens to each client’s unique needs, then collaborates and engages to deliver tailored outcomes in both strategy and implementation.
Clients leverage Exceed Global’s extensive advisory experience and industry expertise in strategy and planning, customer experience, operations and technology. Clients can also leverage Exceed Global’s talent expertise and networks to provide the most suitable candidates in the market, spanning executive, permanent and contract and placements.
Isabella has workplace certifications in Six Sigma (Black Belt), Kaizen, Systems Thinking Design, Agile and CompTIA Project Management. She has a degree from La Trobe University and has also gained Executive Coaching qualifications. Isabella possesses a Certificate IV in Workplace Training and Assessment and is a member of the Australian Institute of Company Directors (ACID).
Isabella is a graduate of the Australian Institute of Company Directors (GAICD). She is also currently a retail advisory board member for Save the Children Australia. Prior to this appointment, she served as the Victorian director of the Customer Contact Management Association and board member at Auscontact, Australia’s leading forum for professionals and experts in the contact centre industry.
Published author with 20 years' experience at the forefront of the Customer Experience field.
Experience in business strategy, customer experience, operations and technology.
Recognised for her thought leadership and infectious passion.
Graduate of Australian Institute of Company Directors and experienced board member.